Team Lead – Customer Service – Health and Wellness Mumbai

Do people naturally follow your lead? Is customer satisfaction your top priority, and are you keen on building a stellar career in the customer service industry? We have an exciting opportunity for you! Join us as a Customer Service Team Lead in Mumbai. If you are exploring customer service jobs in Mumbai and in search of a team leader position that can utilize your abilities, apply now for this job in Mumbai in a global CX transformation company.

In this role, you will build a high-performing team by creating an inspiring and collaborative environment and empowering them to shine. You will drive operational and quality metrics while fostering a positive team culture and ensuring they have the tools and support to deliver an exceptional customer experience for a renowned health and wellness client. If you possess leadership skills and are passionate about the customer service industry, we invite you to join our team and make a significant impact in people’s lives.

Job Description

What you will need to do as a Customer Service Team Lead in Mumbai:

Drive Ops and Quality Metrics:

  • Constantly monitor daily operational and productivity metrics such as attendance and number of calls completed.
  • Download adherence reports every 30 minutes to dynamically drive adherence targets.
  • Drive team to enhance productivity by checking regularly and encouraging proactive leave planning to predict and manage team shrinkage effectively.
  • Take necessary disciplinary actions for cases such as excessive leaves taken by coaches.
  • Discuss daily metrics with Assistant Managers (AMs), highlighting issues and implementing solutions.
  • Provide on-ground support to agents as a Team Lead, helping them improve performance and resolve product-related or specific customer experience queries.
  • Ensure adherence to Quality Assurance (QA) feedback for coaches, identifying patterns in weak areas and preparing improvement plans.
  • Preparing a report on such patterns on a monthly level and discussing POA (short-term solutions) with AM
  • Maintain 100% compliance with floor updates.
  • Conduct QA/call calibration sessions twice a week with all Team Leaders (TLs) to ensure consistency and accuracy.

Team Management and Culture:

  • Manage operations for a team of approximately 25 agents, fostering a positive and collaborative team environment.
  • Enforce discipline regarding work and leave policies among team members.
  • Address challenges and concerns that affect team productivity promptly.
  • Mentor low-performing agents by pairing up and monitoring their performance closely.

Job Requirements

What you must possess to thrive as a Customer Service Team Lead in Mumbai:

  • A bachelor’s degree in business administration or marketing or a related field is preferred.
  • Proven experience in a customer service or support role, with 1-3 years in a leadership or supervisory capacity.
  • Strong interpersonal and communication skills, both written and verbal.
  • Exceptional problem-solving abilities and a customer-centric mindset.
  • Ability to remain calm under pressure and effectively manage difficult customer interactions.
  • Level 2 and above proficiency in MS Office and CRM.
  • Knowledge related to healthcare products is advantageous.
  • Leadership and team management skills, including the ability to motivate and inspire a team.
  • Age must be below 30yrs

Why Join Fusion CX in Mumbai:

Fusion CX is on a mission to deliver exceptional customer service in the health and wellness space. We are offering exciting customer service jobs in Mumbai that capitalize on your talent and abilities to flourish in this industry. Also, this customer service TL job in Mumbai offers the opportunity to work with a dedicated team, make a difference, and create an inclusive, supportive, and innovative workplace where you can grow with a global customer experience company. So, join us as a Customer Service Team Lead in the vibrant city of Mumbai to be a part of this exceptional journey.

Moreover, as a customer service Team Lead, you will get the chance to work for a rising health and wellness brand, develop your leadership skills, build a strong team, and see the real impact of your work. So, are you ready to take the leap and become a customer service team lead in Mumbai? Apply today!

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Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.



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